Senior Customer Support Specialist, Bilingual Spanish

Scene Health

Senior Customer Support Specialist supporting Scene Health’s medication-adherence platform and patients. Resolving Tier 1 technical issues, troubleshooting its mobile app, and improving support operations for healthcare users.

Posted 8/5/2026full-timeRemote • Maryland • 🇺🇸 United StatesSenior💰 $75,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Tier 1 customer and member technical support, with a focus on troubleshooting, issue resolution, and cross-functional collaboration. Proficient in building support processes and metrics to enhance customer experience in healthcare or health tech environments.

Highest-signal resume keywords

Customer Technical SupportSaaS User SupportBilingual Proficiency in Spanish and EnglishTicketing Platform ExperienceHealthcare or Health Tech Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingIssue ResolutionMetrics ReportingStandard Operating Procedures DocumentationApp Issue Troubleshooting

Soft Skills

Good Listening SkillsStrong Communication SkillsEmpathyAdaptabilityResourcefulness

Tools & Technologies

Ticketing PlatformScene Platform

Industry Keywords

Health TechCustomer SupportQuality Improvement InitiativesPublic HealthStartup Environment

About the role

Key responsibilities & impact

Own Tier 1 customer and member support, including ticket volume, response time, and resolution metrics
Triage and resolve incoming customer and member issues
Escalate issues beyond Tier 1 scope to the technical team and track outcomes
Track technical resolution SLAs owed to partners
Provide frontline technical support and encourage patient enrollment and retention
Approve program incentive requests and troubleshoot related vendor and customer issues
Build internal support channels, warm-transfer workflows, and handoff protocols
Troubleshoot app issues such as login problems, video upload failures, and notification issues via email, phone, and Scene platforms
Provide program enrollment information and explain program value to members
Maintain and improve the frontline FAQ and knowledge base
Document standard operating procedures and troubleshooting flows
Monitor app store ratings and reviews and respond as appropriate
Surface trends and actionable insights to Product, Operations, and Leadership
Partner with Operations, Product, Tech, Public Health, and Leadership to improve support processes, report bugs, prioritize fixes, and pilot features
Report common issues and identify process or product improvements

Requirements

What you’ll need

3–5 years of experience in customer/member technical support, SaaS user support, or service operations
Experience ideally in healthcare or health tech
Fluent bilingual proficiency in Spanish and English, spoken and written
Good listening and communication skills
Ability to identify root causes, prevent escalation, empathize, and work toward positive outcomes
Ability to work independently on complex or escalated issues with minimal oversight
Hands-on experience with a ticketing platform
Strong cross-functional communication skills with Product, Tech, Operations, and Public Health stakeholders
Comfort building basic reporting and metrics and communicating trends to leadership
Adaptable, resourceful startup mentality, willing to perform strategic and tactical work
Growth mindset and interest in eventually building and leading a team
Bachelor's degree preferred, or equivalent experience
Preferred: experience working in a startup or health tech company
Preferred: experience partnering with hospitals, health plans, or public health organizations on quality improvement initiatives
Must be eligible to work in the United States
Visa sponsorship is not available

Benefits

Comp & perks

Competitive salary range
Paid vacation
Paid sick leave
Paid holidays
Health, dental, and vision insurance
Short- and long-term disability benefits
401K retirement savings plan
Remote work
Professional development and growth opportunities
Opportunity to work on a game-changing healthcare solution
Collaboration with talented, motivated, and passionate professionals